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Author Baran, Roger J.
Title Customer relationship management [electronic resource] : the foundation of contemporary marketing strategy / Roger J. Baran & Robert J. Galka.
Publication Info. New York : Routledge, 2013.
Location Call No. Status Notes
 Libraries Electronic Books  ELECTRONIC BOOKS-DDA    AVAIL. ONLINE
Description 1 online resource.
Bibliography Includes bibliographical references and index.
Contents Customer Relationship Management The Foundation of Contemporary Marketing Strategy; Copyright; Contents; Preface; Section I:CRM Theory and Development; 1 Introduction to Customer Relationship Management; 2 The History and Development of CRM; 3 Relationship Marketing and CRM; 4 Organization and CRM; Section II:Data Management and Technology; 5 CRM and Data Management; 6 Technology and Data Platforms; 7 Database and Customer Data Development; Section III:Marketing Strategy; 8 Business-to-Business CRM
9 Understanding the Customer-Company Profit Chain: Satisfaction, Loyalty, Retention, and Profits10 The CRM Strategy Cycle: Acquisition, Retention,and Win-Back; 11 Privacy and Ethics Considerations; Section IV:CRM Evaluation; 12 CRM Program Measurement and Tools; Section V:CRM New Horizons; 13 Social Networking and CRM; 14 CRM Trends, Challenges, and Opportunities; Notes; Index
Reproduction Electronic reproduction. Perth, W.A. Available via World Wide Web.
Note Description based on online resource; title from digital title page (viewed on Mar. 22, 2013).
Subject Relationship marketing.
Customer relations -- Management.
Added Author Galka, Robert J.
Ebooks Corporation
Related To Print version: Baran, Roger J. CRM : The Foundation of Contemporary Marketing Strategy New York : Routledge,c2013 9780415896566
ISBN 9781136262470 (electronic bk.)
1136262474 (electronic bk.)
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